FAQ

All prices on our website are listed and charged in USD (US Dollars). The exact exchange rate that you will pay is determined by the bank that issued your credit card. 

Full payment is required at the time your order is placed.

Once your order is authorized, you will receive a confirmation email. When your order has been shipped, you will receive shipping confirmation and tracking details. 

If there’s any other question, please contact us, we are here for help. ♡

Order’s processing time is 3-7 business days.  

However, during high volume periods, such as holidays, product launches, or sales, please allow up to 10 business days for your order to ship.

Based on our previous shipping experience, international orders typically arrive within 5–12 business days under normal conditions.

Please note that delivery times are estimates and cannot be guaranteed. Delays caused by customs, weather, carrier issues, or other circumstances beyond U.w.U's control may occasionally occur.

Customs duties and import taxes may apply depending on your country's regulations.

Any applicable customs fees, import duties, or taxes are the responsibility of the customer.

Orders refused due to unpaid customs duties will be refunded only after the parcel has been returned to us, less all shipping, customs, and return-related costs.

All items marked pre-order will be shipped on or near the expected delivery date as listed on the product page. 

Payments for all pre-orders will be collected at checkout. You will receive an email as soon as your order ships. 

As most of our pieces are made to order, we’re currently unable to offer returns or exchanges.

We truly appreciate your understanding and recommend checking the product description and size guide carefully before placing your order.

We hope this does not happen, and we sincerely apologize if you receive a damaged item. Please contact us within 48 hours of delivery with your order number and clear photos of the damaged item. 

We'll review the issue and do our best to help resolve this!

Please make sure to look around the outside of your delivery address, and check in with your neighbors, roommates, doorman, or mailroom/front desk.

If after 2 day of being marked delivered, but your order still has not been delivered or located, please let us know and we will be happy to file a claim with the carrier on your behalf. We unfortunately are not able to otherwise assist with lost or stolen orders.